Director of Intake Operations

Our Story

TopDog Law is not your typical law firm. We're a nationally scaling personal injury firm built for impact and growth — owning the client experience end-to-end, from marketing and intake through litigation. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike.

Over the past three years, we've grown 2–3x year over year, setting a new standard on the marketing side of the personal injury space and proving what's possible when strategy, speed, and execution align. Now we're applying that same discipline and innovation to firm operations, case management, and national scale — intentionally building the infrastructure, systems, and teams to grow without sacrificing quality, culture, or accountability.

We are a fully remote team that share trust, open communication, and a commitment to doing great work. If you love ownership, thrive in a fast-moving environment, and want to help build something exceptional, you'll feel right at home here.

The Opportunity

TopDog Law is scaling quickly, and Intake sits at the center of that growth. We are looking for a Director of Intake Operations who can build the leadership, operating discipline, and execution needed to turn demand into qualified opportunities, signed clients, and an exceptional first experience with our firm.

This is a build-and-lead role, not a maintenance role. You will lead a multi-function organization spanning Intake, In-House Signing, White Glove, and Reception/Client Success and create the structure, accountability, and operating rhythm that allow each team to perform at a high level as we continue to grow.

You will be accountable for execution against the KPIs that matter most to Intake, including true-to-routed rate, sign rate, speed to lead, answer rate, contact rate, intake quality, and agent productivity. The VP of Contact Strategy will set the direction, priorities, and target outcomes; your job is to turn that direction into clear operating plans, develop the leaders responsible for delivery, remove barriers, and make sure improvements stick. The Manager of Intake owns the day-to-day operation of Intake and

In-House Signing, while White Glove and Reception/Client Success leadership report directly to the Director until those functions require additional manager-level structure.

What You Will Own

Turn Strategy Into Execution

Take Contact Strategy priorities, KPI targets, and major firm initiatives and turn them into clear operating plans with owners, timelines, and measurable outcomes.

Build a consistent operating cadence across Intake, In-House Signing, White Glove, and Reception/Client Success so leaders know what matters, where performance stands, and what needs action.

Create alignment across specialized teams without forcing a one-size-fits-all approach to workflows, skills, or client handling.

Make change stick by ensuring new processes are communicated clearly, trained effectively, measured, and reinforced by leaders.

Know the Numbers and Drive Performance

Own execution against established Intake KPIs, including true-to-routed rate, sign rate, speed to lead, answer rate, contact rate, intake quality, and agent productivity.

Run disciplined business reviews that move beyond reporting the numbers to identifying root causes, assigning actions, and following through to results.

Translate department goals into clear expectations for managers, supervisors, teams, and individual contributors so every level understands how it contributes to the outcome.

Partner with Analytics to build trusted, actionable reporting and use the data to spot trends early, test solutions, and measure impact.

Build Leaders Who Build High-Performing Teams

Lead and develop the Manager of Intake and other functional leaders, giving them clear ownership, decision rights, expectations, and coaching.

Hold direct reports accountable for the day-to-day performance of Intake and In-House Signing, including supervisor effectiveness, productivity, coaching, quality, and process adherence.

Directly lead White Glove and Reception/Client Success leadership and determine when growth, complexity, or span of control warrants additional manager-level structure.